Fair Price but poor service

My boyfriend ordered a fridge from the fair price online store , the fridge was meant to be delivered yesterday but it wasn’t and there wasn’t any communication as well. When he tracks the order today it says delivery on the way but no other means of communication. We called the store and they advised that they cannot help because they know nothing about online purchases which makes absolutely no sense. Next thing they tell us the store closed on the 24th and will only open on the 3rd of January 2024, which is quite surprising because they accepted full payment and the site says fridge is to be delivered today. It’s also odd how the online store number does not go through and the store employees seem not to know anything. More than anything this is extremely poor service , unacceptable truth be told !